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General over view of my experience with freshdesk
What do you like best about the product?
Freshdesk is great for a well organized over view of our customers emails. Previously we handled inquires through outlook, and then gmail. Freshdesk has been a great transition, as it is very easy to locate customers emails, organize through them, prioritize, assign to another agent ect.
What do you dislike about the product?
Unfortunately with the new update, the call feature on freshdesk has given me a multitude of different issues, and has been a sore point. Although the layout of the new freshdesk is nice.. I think the old layout had a nicer look to it, and did not have nearly as many issues with the phone support as I do now.
What problems is the product solving and how is that benefiting you?
We handle customer requests, questions, order inquiries, shipping issues ect. One benefit with freshdesk is that it is easy to communicate with team members on tickets, as well escalate a ticket if we do not have an immediate solution
Recommendations to others considering the product:
Patience. Freshdesk is going through quite a few updates at this time, and it has been a bit of a bumpy road, Over all however I believe freshdesk is great, and has helped my company tremendously.
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Works Well for Small Biz
What do you like best about the product?
We picked freshdesk over zendesk because we thought the UI was better for adoption. Our team loves it!
What do you dislike about the product?
As we've added more departments, you can't customize the ticket fields without bumping all users to a higher per month fee.
What problems is the product solving and how is that benefiting you?
We were able to get out of an shared inbox and get into a tool that allowed us to enforce and get visibility to our SLA.
Eclipse Review
What do you like best about the product?
I really like Debug feature and it allows me to check my java code line by line when needed
What do you dislike about the product?
Its UI is kinda boring, no complaining but it can be made better
What problems is the product solving and how is that benefiting you?
J2EE app
Very friendly support and easy to use software
What do you like best about the product?
We have just moved over to Freshdesk and have been loving the freedom you get with it. You can configure next to everything you would need.
What do you dislike about the product?
It did take a wile to set up and fully get going.
What problems is the product solving and how is that benefiting you?
Much easier for the Staff to log tickets and use the self service side of the site.It flows well for the users to be able to create new users and request Kit for uses.
Recommendations to others considering the product:
Get them to do a demo of the product and ask lots of questions. they were very helpful in building our site to our needs
Easy to Use and Intuitive
What do you like best about the product?
I like the ability to have a back and forth conversation of sorts and track the comments and notes
What do you dislike about the product?
For whatever reason I get two emails when a user inputs a ticket.
What problems is the product solving and how is that benefiting you?
Customer service/technology issues for a public school
User Friendly
What do you like best about the product?
Efficient, Nice interface, user friendly & gets the job done.
What do you dislike about the product?
There could be more features and options for the customer to utilize to get answers in different ways.
What problems is the product solving and how is that benefiting you?
involving both parties to resolve issues and get answers. connectivity to show concern for consumer.
Providing support to customers in one place
What do you like best about the product?
Affordability as compared to other options
What do you dislike about the product?
I really did not find any difficulty with using this product.
What problems is the product solving and how is that benefiting you?
Providing swift response to customer needs.
Very helpful system to help organisation
What do you like best about the product?
With Freshdesk my team is able to keep track of the emails and tickets generated easily as well as categorise them for reporting purposes.
What do you dislike about the product?
I find it not logical to not update a ticket with the time of the most recent interaction with the ticket, so customer replies sometimes get lost.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to keep track of the requests made so we can improve our product with our customers needs
great for feedback
What do you like best about the product?
It's so easy to communicate and get feedback.
What do you dislike about the product?
Sometimes it glitches but all great programs do
What problems is the product solving and how is that benefiting you?
Easy to communicate
Freshdesh review
What do you like best about the product?
I like that it is easy & straightforward for users to raise a case in Freshdesk.
What do you dislike about the product?
Configuring Freshdesk is complicated. analytics/reporting is also difficult.
What problems is the product solving and how is that benefiting you?
We do our incidents/requirements lifecycles in Freshdesk. The benefit is that the documentation for each incident is centralized within the ticket /case.
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